Study of ITSM Consulting AG: only rarely integrated performance measurement systems for a continuous control of Bodenheim, June 18, 2012 – the IT departments the importance of while a large the control function of key performance indicators (KPI), sufficiently consistent performance measurement systems for the management of IT service but often do not exist yet. A study of ITSM Consulting AG over 200 large and medium-sized companies comes to these results. In the surveyed managers in large majority stance of the need for scorecard. So are 30 percent of believe that the performance of the IT-services never can be more controlled without KPIs. Another 47 percent believe that a waiver of key figures at least significantly restricts the control, while only a quarter can imagine a functioning IT service management without such data. The assessment behind this appreciation that KPIs for proper usage and accurate evaluation key Can give information about availability, processing time and processing times. Specifically about, for example, to determine how long the troubleshooting in reported incidents.
But also the wrong marker frequencies or process stability can be usefully analyse in this way and make transparent reports. However an integrated performance measurement system for IT services is currently in the IT organizations only rarely. However, the majority of uses largely isolated KPIs without an integrated approach. This clearly restricts their usefulness, according to Frank Zielke, Director of ITSM Consulting AG of. “Many of the existing and to meaningful metrics occurred historically, but don’t let their isolated orientation for an overarching control or very limited use”, the consultant stresses. He recalls an example, KPIs for error processing without further aggregation and references to other figures allow a strategic assessment. Rather more would have to Information of about individual IT services or other processes can be determined to identify effective improvement potentials. “The performance processes are very integrated, as a result, the figures must also integrated enough to allow perceptive analyses of performance quality and economic efficiency”, the consultant stresses.
Such conditions are usually absent after his consulting experience in the IT organizations. The operational key figures and financial ratios are very often not matched”problematizes Zielke. Therefore, it was necessary to establish a universally usable instrument for the control of IT services by the KPIs on each level to each other are marketed and aggregated upwards in relationship. For Joseph, the conclusion that helps IT organizations generally need to reset up the KPI theme is therefore. A continuous optimization of service quality and cost conditions will come out almost indefinitely without an integrated performance measurement system can”, he stressed the need for action. About ITSM consulting: The ITSM Consulting AG is an independent, internationally operating IT consulting company in the areas of process optimisation and organisational Consulting IT service management. In addition, the core competencies include the effective and efficient management of IT organizations in the interest of timely and targeted IT governance. At the same time, ITSM Consulting AG is one to the few training houses accredited by the TuV for ISO/IEC 20000 and all ITIL V3 training courses in Germany.